Company Overview (Who are we? Why should you join us?)
At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 7,000 automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.
At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.
Our Values and Leadership Behaviors
Position Overview:
This position is responsible for providing in depth ecoATM technical support to the field operations teams and customers on hardware and software related issues. This Machine Support Agent II position is the second tier of technical support for all ecoATM kiosk locations throughout the United States and Puerto Rico.
Essential Duties & Responsibilities:
Provide second-level technical support to field staff in resolving kiosk issues that are generated via a ticketing system or as escalated via first-level technical support team, and provide support to field technicians via phone
Perform in depth technical troubleshooting to correct escalated kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues
Educate, support, and mentor field staff and Machine Support Agents on kiosk hardware/software best practices
Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group
Document, track, and monitor problems to ensure timely resolution
Assist with technical support initiatives, support internal departmental processes, systems or special projects as required
Perform other job related duties as delegated by leadership team
Education/Experience:
High school Diploma or GED required; additional technical certification preferred
1+ years of Machine Support Tech experience OR 2+ years of computer operations, network, communications, or related technical support strongly preferred
1+ years of experience with advanced system file configuration, software installation and configuration, hardware knowledge, etc. required
1+ years of customer service experience required; prior help desk or technical support experience required
1+ years of experience with ticket tracking software and technical documentation required
Must be available to work nights, weekends and holidays as department provides 16 hours a day, 7 days a week support
Knowledge, Skills and Abilities:
Excellent customer service, interpersonal and communication skills with high attention to detail
Strong trouble-shooting, problem-solving and multi-tasking abilities
Ability to work independently within established process and direction guidelines
Efficient time management practices and ability to prioritize work
Competency with Microsoft Windows on an intermediate level (software installation and configuration, etc.)
Basic skills with Microsoft Office
Basic knowledge of iOS and Android systems preferred
Ability to adapt in a fast-paced, collaborative, and changing environment
Compensation for this position is $21.00 - 22.50/hr with additional benefits
Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location. Learn more about ecoATM benefits here.
This position may also be eligible for short-term and long-term incentives based on individual and company performance.
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know.